Complaints

This profile includes complaints for Salesforce.com, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• Headquarters Location

  

  Salesforce.com, Inc.

  The Landmark @ One Market Street Suite 300 San Francisco, CA 94105

• 

  Salesforce.com, Inc.

  PO Box 191265 San Francisco, CA 94119-1265

• 

  Salesforce.Com

  16813 N 61st Way Scottsdale, AZ 85254-1398

• 

  Salesforce.com, Inc.

  New York, NY 10036

• 

  Salesforce.com, Inc.

  New York, NY 10036-6757

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/24/2026

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  REMOVEDof REMOVED, REMOVEDis a REMOVEDcustomer (account REMOVED. On 7/9/2026 we formally disputed two invoices in writing before their due date after discovering that REMOVEDhad merged our account with an unrelated company, REMOVEDof REMOVED, REMOVED. Our REMOVEDportal displays that company's contracts (REMOVED), billing address, and payment card information, and REMOVEDhas been invoicing our contracts to that company's REMOVEDaddress, including one invoice we paid. We requested an audit, separation of records, a statement of account, and suspension of collection activity while the dispute was pending. REMOVED's renewals manager replied that it was outside his scope and referred us to three colleagues; none has responded in 76 days. We re-sent the dispute to REMOVEDCollections on 8/13/2026 at its invitation; no response. On 9/14/2026 REMOVEDthreatened to place the disputed account with a third-party collection agency and accelerate all contracts, despite Section 5.5 of its own REMOVEDAgreement, which bars collection and acceleration on charges under good-faith dispute. On 9/24/2026 we sent formal legal notice by email and courier to REMOVED's General Counsel. Desired resolution: written withdrawal of the collection threat; completion of the account audit and separation of the two customers' records; cancellation of disputed invoices REMOVEDand REMOVED; and mutual termination of the remaining contracts on dormant, unused accounts.

  Business Response

  Date: 10/06/2026

  Dear BBB, 
  
  I am escalating this to the Sales REMOVEDand Collector to review the customer's claim and complaint. I will ensure the customer receives a response shortly. Please look to receive an email within the week. 
  
  Thank You, 
  Salesforce Customer Success

  Customer Answer

  Date: 10/06/2026

   
  Complaint: 25314373
  
  I am rejecting this response because: The business's response does not address the complaint. It states that the matter is being "escalated to the Sales REMOVEDand Collector" for review. Those are the same functions that have had our written dispute since July 9, 2026, received it again on August 13, 2026, and received our formal legal notice on September 24, 2026 by email and by courier to the company's headquarters, and have not responded to its substance at any point. Our September 24 notice requested written confirmation by September 28, 2026 that the disputed account would not be referred to a collection agency; that date passed with no response. As of today, 89 days after the dispute was first raised, the business has not: confirmed in writing that the collection referral is withdrawn; audited or separated the commingled account records; confirmed which contracts and invoices are attributable to our company; or responded to our proposed resolution. We ask that this complaint remain open until the business does so. In reliance on the business's statement that a response will come within the week, we will defer notifying the unrelated third-party company whose billing and payment card information remains exposed in our account until October 14, 2026. If a substantive written response has not been received by that date, we will proceed with that notification, and our formal notice of breach and its October 26, 2026 deadline remain in effect. Desired resolution is unchanged: written withdrawal of the collection referral, correction of the account records, cancellation of disputed invoices REMOVEDand REMOVED, and mutual termination of the remaining contracts.
  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 10/07/2026

  Dear BBB, 
  

  I have received a response from their new Collector. The message reads as follows, " I hope you are doing well. It seems as though the rest of the suspension warning letter, courtesy and org suspension were actually turned off and the collection letter was overseen in which it was sent out on accident. The firms suspension is also been turned off retroactively so they should not receive any threats posed to their firm. I recently got this account re-assigned to me as the collector and have flagged the email to bring forth to my manager. He is currently away on REMOVEDback after long weekend (back on 10/13/2026). I am gathering the notes for this customer and this further provides context in which we can investigate and further correct the dispute for the customer. I have now just double checked the customer account in our system and they should not receive any notices or threats pertaining to these invoices or overdue amounts while we look into this matter. I hope this provides further clarity and please let me know if you need any further information. Thank you!" 

  Thank You, 

  Salesforce Customer Success

• Initial Complaint

  Date:09/22/2026

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  REMOVEDis a REMOVEDcustomer (account REMOVED, contract REMOVEDFeb 2026 we asked REMOVEDin writing to add five Slack seats. REMOVEDinstead placed an annual order for four Sales Engagement licenses we never requested or used, and invoiced it (invoice 37173068).On April 15, 2026 our REMOVEDaccount manager wrote to REMOVED's own collections analyst, copying us: "He purchased licenses by mistake and we went through a correction process 2 days later. He should not be receiving invoices for this order."8 days later the same account manager said a cancellation could not be processed and that any resolution "would not be a refund." The invoice was never voided.REMOVEDsuspended our environment on May 26, 2026 over that invoice, restoring it that evening after we escalated. On May 27 the account manager's supervisor confirmed in writing that collections "have agreed to keep your REMOVEDenvironment active while we work through this together."On June 26, 2026 REMOVEDshut our environment down again without notice and never restored it. Our term ended September 21, 2026. REMOVEDbilled $28,008.09 for 365 days of REMOVED(25 seats) and delivered 276 - withholding 89 days, 24% of the year we paid for.On August 7, 2026 a collections agency telephoned us over the same disputed invoice.We escalated to a Regional Vice President on August 17 and 24. On August 25 we were referred back to the supervisor who had already failed to resolve it twice. We followed up on August 31 and September 18. No resolution has ever been offered. Nine REMOVEDemployees have handled this account since November 2025; none has confirmed in writing that the invoice was voided.REMOVED's suspension also locked us out of REMOVED, a REMOVED-owned product that authenticates only through REMOVED. We have been charged $675.16 for it since, and cannot use it, cancel it, or open a support ticket about it.

  Business Response

  Date: 09/22/2026

  Dear BBB, 
  
  I have just reached out to your Account Executive and our Bad Debt Manager to discuss possible resolutions. When I receive a response, I will email you from REMOVEDbilling email. I apologize for all inconveniences. 
  
  Thank You, 
  
  Salesforce Customer Success

  Customer Answer

  Date: 09/22/2026

   
  Complaint: 25303717
  
  I reject this response. Nothing has been resolved.

  
  REMOVEDsays only that an internal discussion has started. No refund issued, invoice REMOVEDnot voided, account not withdrawn from collections, no date given for any of it.
  I have sent over 20 emails and made multiple phone calls since April. REMOVEDemployees have handled this account. Not one has confirmed in writing that the invoice was voided.
  Our term ended September 21 with our environment still shut down. REMOVEDbilled for 365 days and delivered 276.

  
  We require:
  Refund of $6,829.37 for the 89 days not delivered
  Invoice REMOVEDvoided and the account withdrawn from collections, in writing
  Cancellation and refund of REMOVEDsubscription A--S00043010 ($675.16)
  I will not close this matter until the refund is received.
  
  Sincerely,
  
  REMOVED

  Customer Answer

  Date: 10/08/2026

  No, this has not been resolved. REMOVEDonly reply (9/22) said they had reached out to their account team and bad debt manager and would follow up from their billing email. Since then we have received no follow-up, no offer and no correction. Invoice REMOVEDhas not been voided, and the REMOVEDcharges for a product we were locked out of were never addressed. I'm am appalled by the level of disrespect from this company in terms of lack of communication. Please keep the complaint open.

  Business Response

  Date: 10/14/2026

  Dear BBB, 
  
  I am working with REMOVEDBad Debt team to cancel the 3rd party Collections Debt. When I receive a response I will email this customer personally. 
  
  Thank You, 

  Salesforce Customer Success

  Customer Answer

  Date: 10/19/2026

   
  Complaint: 25303717
  
  I am rejecting this response because:
  
  It does not address the refund.
  

  REMOVEDsays it is working to cancel the third-party collections debt. That concerns invoice REMOVED, which we have never paid. Withdrawing it costs REMOVEDnothing and we have asked for it since April, but it is not a refund.

  
  What remains unaddressed is money we already paid. We paid $28,008.09 for a 365-day term and received 276 days of service. We are owed $6,829.37 for the 89 days REMOVEDdid not deliver, plus $675.16 for a REMOVED-owned product we were billed for while locked out.

  
  This is also the second consecutive response saying someone will contact me once they hear back internally. The first was on September 22. Nearly a month later, no refund has been issued, no amount has been offered, and no date has been given.
  I will not close this matter until the refund is received.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:09/17/2026

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1 - On 5/12/26, we received invoice REMOVEDin the amount of $4,891.99 (attached). We believed this invoice to be in error so we reached out to our account manager, REMOVEDfrom REMOVED.2 - From 5/12/26 to 5/29/26, there were ongoing discussions and escalations until ultimately, a concession quote (attached) was signed (email thread attached). In REMOVEDmessage to me (Slack message attached), she wrote the following regarding the signed Concession quote Q-11720792:REMOVEDThe $0 quote is essentially a commercial concession from REMOVEDto offset Invoice #REMOVED($4,891.99) on your account. Here's how it works:You'll sign the $0 order for REMOVEDEdition licenses there's no charge to you Once processed, it will be applied as a credit against the outstanding invoice, effectively zeroing it out You won't be billed anything additional this is purely a goodwill adjustment on our end to make things right REMOVED3 - I assumed everything was resolved at that point and the invoice had been zeroed out. But then on 7/21/26, we received an account suspension warning. From 7/21/26 through today 9/17/26, REMOVEDhas not been able to hold up their promise to apply the concession quote to zero out the invoice. Even today on 9/17/26, the latest is that they have escalated this internally (while telling us that this is in risk of going to third-party collections) (email thread attached).I am requesting that REMOVEDhonors their written agreement to zero out invoice REMOVEDbased on the concession quote that would be a credit memo applied to the invoice. Invoice REMOVEDshould be closed out as complete and we should not owe anything or be in any suspension risk.

  Business Response

  Date: 09/21/2026

  Dear BBB, 

  Thank you for your claim. After reviewing the listed Invoice, I see the invoice has already received a credit applied. I am not seeing any outstanding invoices on your Account currently. 

  Thank You,

  Salesforce Customer Success

  Customer Answer

  Date: 09/21/2026

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:08/04/2026

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Billing and contract dispute with REMOVED, a Salesforce company, over our Enterprise Grid account. In July 2024, REMOVEDmoved us into Enterprise Grid through a rushed sale involving a former employee. By November 2025, seven months before the June 4, 2026 renewal, we had documented our dissatisfaction and repeatedly requested a plan reflecting our usage. REMOVEDsaid the contract could not be changed mid-term, although it previously changed our plan and pricing mid-term when moving us into Grid. We incurred charges because the difference between removing and deactivating users was not explained. Our Primary Org Owner remains a former employee who left in 2024. REMOVEDrepeatedly said ownership could be corrected, then said that guidance was wrong and offered no workable solution.Despite our pre-renewal requests, REMOVEDrenewed the account, changed billing from monthly to annual, and is demanding a disputed $6,982.42 under threat of outside collections. The same day, REMOVEDoffered quarterly billing and a transition to Business+, then withdrew that option and demanded full payment. REMOVEDclaims an agreement binds us through June 2027 but has not provided the executed agreement, signature pages, or identity and authority of the alleged signer. We have not refused to pay for authorized services; we dispute enforcement of a renewal without the underlying agreement. We made good-faith efforts for months to resolve directly before filing, but no reasonable resolution was offered. We are not seeking a refund. We request that REMOVED: (1) suspend collections during review; (2) produce the agreement and signer authorization; (3) withdraw the renewal and balance if it cannot produce a valid authorized agreement; (4) move us to a standard Slack plan month-to-month; (5) make REMOVEDthe authorized account owner and billing contact; and (6) transfer Primary Org Ownership from the former employee to REMOVEDso we can administer our account.

  Business Response

  Date: 08/06/2026

  Dear BBB,

  This customer's Contract was already terminated to Bad-Debt and sent to 3rd Party Collections. Customers with a Bad Debt status may return as active customers once their balance is paid in full to the collections agency. After the payment is confirmed and cleared, the collection agency will contact the REMOVEDBad Debt team to initiate the reinstatement process.
  
  Please note that the account reactivation process can take up to 72 hours to complete after payment confirmation.

  Thank You,
  REMOVEDCustomer Success

• Initial Complaint

  Date:07/16/2026

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Issue started 1/30/26 when employee REMOVEDfrom REMOVEDcoerced our employee into signing a contract that they had no authorization to sign. We have attempted to resolve the issue with Slack but they are ignoring our emails. We were now placed with a collections agency through REMOVEDfor a contract that should be null/void after advising non-authorized employee to sign under false pretense.

  Business Response

  Date: 07/27/2026

  Dear BBB, 
  
  This customer's request has been handled internally. They should have received a response from their Account Executive. This has been resolved. 

  Thank You,

  Salesforce Customer Success

  Customer Answer

  Date: 07/27/2026

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me. They have updated our account back to what it was.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:06/10/2026

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our company entered into an agreement with REMOVEDfor implementation of a CRM system and has paid approximately $50,000 toward the project. To date, we have not received a functioning CRM solution that our team has been able to use in operations. Despite the amount paid, the product has not been delivered in a usable form from our perspective, and we are not being asked to pay an additional $36,000, while also being advised that legal action may follow if payment isn't made. Throughout the process we raised concerns regarding the status of implementation and usability of the system. We did not feel those concerns resulted in a workable resolution. Before, posting this, we reviewed other publicly available customer complaints and found experiences that appeared similar to ours, which increased our concern about how this matter was handled. At this point, we are seeking on of the following: (1) Delivery of a functioning CRM solution consistent with what was contracted, or (2) a fair financial resolution.

• Initial Complaint

  Date:06/03/2026

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We obtained REMOVEDin hopes to improve our business. It has helped and we had an inconvenience as our accountant suddenly died. Since he had all control of our accounts and the second in charge was away we had to wait. I reached out to REMOVEDafter receiving my first invoice and requesting an extension on payment. I was directed to my sales REMOVEDwho then redirected the question else where. Based on the circumstances of our case and after finally gaining most to all control of accounts we reached back out to SF as our new accountant wanted an address for mailing checks. After sending that email we had no response to address the issue. An email was sent to billing and one to the sales REMOVEDwho just got back to me today and finally gave me the address. While we believed we would have time as payment was mailed. REMOVEDsuspended our account. We have clients leads and data stored and services connected and they suspend us. The aggressiveness of REMOVEDto immediately suspend is absurd. A $billion company performing so inappropriately.

• Initial Complaint

  Date:04/09/2026

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  REMOVEDhas been a loyal Salesforce customer for over a decade across four consecutive contracts. We are filing this BBB complaint because REMOVEDhas engaged in a pattern of unfair billing and collection practices. Refusing license reductions for over three years despite documented requests. REMOVEDto a payment plan and then reneging. Extracting a $70,000 payment under threat of suspension, then suspending anyway. Violating its own REMOVEDAgreement (Section 5.5). Escalating to collection threats while the dispute remains active. Charging for services not being provided.

  Business Response

  Date: 04/23/2026

  Dear BBB,

  I apologize the service received was less than ideal. I have reached out internally to address this customer's concerns. I have also turned their auto-renew to No, so their Contract does not continue to renew. I highly advise the customer log a billing case with REMOVEDto request the progress of their request. 

  Thank You, 

  Salesforce Customer Success

• Initial Complaint

  Date:02/20/2026

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint addresses REMOVEDs handling of our account renewal, which was executed without proper notice, communication, or authorization, despite an established and consistent renewal process followed in prior years. Historically, all Salesforce communications and renewals were routed through a point of contact within our firm and coordinated with internal leadership. This process functioned effectively under prior account executives and established a clear precedent for renewal engagement.Following reassignment to a new Account Executive, REMOVEDfailed to provide any notice or outreach regarding the upcoming renewal to the point of contact prior to contract execution. Our representative initiated communication with the new Account Executive in June 2025, the upcoming renewal was never raised by the Account Executive. During a July 31, 2025 call, account cancellation was explicitly discussed, and the Account Executive indicated that appropriate internal contacts would be engaged to facilitate cancellation. Subsequent efforts to cancel the account were met with delays, conflicting information, and deflection of responsibility. REMOVEDlater asserted that outreach had been made to a different individual within our organization, while the point of contact was never engaged regarding the renewal. Escalations in September and October 2025 failed to address the core issuethat the renewal occurred without proper notice or engagementand no meaningful resolution was provided despite REMOVEDSupport acknowledging the matter should have been handled differently.While this dispute remained active, REMOVEDescalated the matter to collections. In January 2026, REMOVEDthreatened referral to a third-party collections agency despite having received a detailed written timeline contesting the renewal. This escalation occurred without addressing the substance of the dispute.

• Initial Complaint

  Date:02/07/2026

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint regarding a software purchase and billing experience with REMOVED.On January 29, 2025, I spoke with two REMOVEDsales representatives who assured me that the Pro Suite product would meet my business needs and include the features and support required for my workflow. Based on those representations, I agreed to purchase the product under a plan totaling approximately $900 billed monthly at about $70 per month plus taxes. I completed the required payment authorization as instructed.After the purchase was completed, communication stopped. I did not receive proper onboarding, configuration assistance, or functional access to the application. I have sent multiple follow-up emails to the sales department and have received no response since enrolling.I contacted customer support but did not receive effective assistance or resolution. I also attempted to reach the billing department to request help and discuss cancellation or refund options but have not been able to reach anyone who can resolve the issue.Current situation: I am being billed under a plan totaling about $900 I cannot properly access or use the application Sales representatives are non-responsive Support has not resolved the access problem Billing has not responded regarding cancellation or refund I am a small business owner and purchased this system specifically to run my travel advisory business. The lack of access, onboarding, and post-sale support does not match what was represented during the sales process and has caused operational and financial harm.I am requesting assistance in obtaining either immediate working access with proper onboarding support or cancellation and refund.I am submitting this complaint so the matter can be reviewed and resolved.

  Business Response

  Date: 02/10/2026

  Dear BBB, 

  I have turned this customer's auto-renew to No. Your Contract will end 1/28/2027. Unfortunately we can not cancel mid-Contract. 

  Thank You,

  Salesforce Customer Success

  Customer Answer

  Date: 02/10/2026

  I"ve never used the program, can't even log in. You can't hold me hostage.

  
  

  Sincerely,